-Assisted product management in initiating the development of new products. -Produced monthly reports using advanced Excel spreadsheet. -Ensured that client and providers issues are dealt with in a timely manner. -Determined problem area to recommend revised policies and procedure for the call center and monitor calls to determine customer service need. -Handled complex calls conduct special research and complete impromptu assignments to response to interagency and day to day operational issues. -Facilitated the coordination of care, responded to complaints or grievances. -Coordinated or independently completed special projects according to manager's general instructions.